【作者】 李丛伟；

【导师】 王学东；

【作者基本信息】 华中师范大学 ， 情报学， 2007， 硕士

【摘要】 随着经济迅速发展，市场竞争日益激烈，企业的管理模式逐渐由“以产品为中心”转向“以客户为中心”，以“客户为中心”为核心思想的客户关系管理得到了迅猛发展。随着知识管理的出现，企业希望能通过实施客户关系管理与知识管理以提升企业的竞争实力。然而，尽管很多企业在客户关系管理与知识管理的实施过程中投入了巨额资金，但实施效果却不尽人意。对它的研究和应用还不完善，尤其是基于知识管理的CRM的研究和应用亟待深入。本文依据知识管理的理论，对客户关系管理进行了相关理论探讨，从而以崭新的角度为客户关系管理提供理论支持。在广泛查阅文献的基础上，所做的工作主要包括如下几方面：第一，在简要阐述客户关系管理和知识管理基本理论的基础之上，论述了两者之间的关系。第二，提出了一个包括客户知识获取、客户知识存储、客户知识利用等功能的基于KM的CRM理论框架和模型，并详细分析了模型中各个功能的实现过程。第三，基于KM的CRM系统实施。对实施基于KM的CRM系统相关问题进行了深入分析，并提出了相应的基于KM的CRM系统的实施和评价方法及步骤。最后通过用友企业的具体案例来说明企业在管理中如何应用基于KM的CRM。最后总结了本论文的研究成果，并做出了结论，也对进一步需要开展的工作进行了论述。更多还原

【Abstract】 With the rapid development of economical, the competition of markets become intense day by day, the enterprise’s management pattern by "taking the product as the center"turn to "taking the customer as the center" gradually, the customer relations management(CRM) whose core thought is"taking the customer as the center"obtained the swift and violent development. With the emerge of Knowledge Management, the enterprise hope that the implementing of Customer Relationship Management and Knowledge Management would enhance their competitive force. However,many enterprises are disappointed by the fruits of CRM and KM, in spite of they have input a huge amount of investment. In the context, this paper studies Customer Relationship Management based on Knowledge Management.This article has carried on the related theory discussion to the customer relations management, resting on the theory of knowledge management,thus provides the theory support to customer relations management by a new angle. By widely consult literature, the work which does mainly includes the following several aspects:Firstly, basing on the brief elaboration elementary theory foundation od customer relations management and knowledge management, I elaborated the relationship of the two.Secondly,proposed a theory frame and model on Customer Relationship Management based on knowledge management which includs function such as gaining, saving, and using the customer knowledge and so on. And analysis the realization process of each function in the model in detail.The third part is the implementation and appraisal. I has analysised thoroughly correlation question on Implementing Customer Relationship Management Based on Knowledge Management,and proposed the methods and steps of implementation and analysation. Finally through uses the concrete case of the friend company to explain how the enterprise does apply customer relations management based on knowledge management during the management.Finally I summarized research results of the paper, and has drawn the conclusion, also to elaborate the work which needed to be carried on further.更多还原